WHO WE ARE

AccertaClaim Servicorp Inc. (ACSI) and its subsidiary, Accerta Services Inc. (ASI), both known as Accerta, which is a is a social enterprise, that manages dental, vision, drug, and healthcare benefits programs exclusively for government and social services agencies in Canada. Our targeted experience and innovative technology provide reliable service, process continuity, cost savings, as well as accurate and insightful data that enables governments to make informed strategic decisions, reducing stress on the healthcare system through streamlined administration.

Accerta is a Certified B Corporation which is a testament to the values on which we’ve built our business: serving our customers, caring for our employees, and supporting our community and the environment. Being part of the B Corp movement means we’re committed to continual improvement and making business a force for good. Thank you to our team and stakeholders who have helped us achieve this significant milestone!

JOB TITLE: Business Systems Product Lead

EMPLOYMENT TYPE: Full-time, Permanent, Hybrid

ABOUT THIS OPPORTUNITY

The Business Systems Product Lead is responsible for providing functional ownership and direction for assigned business applications, with a focus on system enhancements, requirements clarity, release readiness, stakeholder alignment, and continuous improvement.

This role acts as the primary bridge between Business Operations, IT, QA, Data, and external vendors. The role translates operational needs, compliance requirements, and business priorities into clear system requirements and manages the enhancement backlog through intake, prioritization, delivery coordination, UAT, release readiness, and post-release validation.

The Business Systems Product Lead is accountable for maintaining a clear view of system priorities, dependencies, risks, decisions, and expected outcomes. The role helps make sure system changes are well-defined, properly validated, documented, and aligned with business workflows and organizational standards.

 ACCOUNTABILITIES

1. Systems Roadmap & Business Alignment

• Own and maintain the enhancement roadmap for assigned business systems.
• Support alignment of system priorities with approved operational, compliance, and program governance priorities.
• Work with Business Operations to understand workflows, policy constraints, system pain points, and future-state needs.
• Translate business priorities into structured system enhancements, configuration changes, and process improvements.
• Maintain visibility into upcoming changes, dependencies, risks, downstream impacts, and business readiness needs. 

2. Intake Management & Backlog Ownership

• Own the intake, triage, and prioritization process for enhancement requests, defects, configuration changes, and new operational needs.
• Maintain the assigned system backlog, including business rationale, priority, expected outcome, impacted users, dependencies, and status.
• Assess requests for completeness, urgency, business value, compliance impact, user impact, and readiness for delivery review.
• Work with stakeholders to clarify incomplete, vague, or conflicting requests before they move forward.
• Maintain traceability from intake request to approved requirement, delivery item, test scenario, release, and business validation.

3. Requirements Definition & Acceptance Criteria

• Lead definition and documentation of system, reporting, and integration requirements aligned with approved program data standards and KPI definitions.
• Translate business needs into clear requirements that can be understood by technical teams, QA, vendors, and business stakeholders.
• Define acceptance criteria before items move into development, configuration, or vendor delivery.
• Validate requirements with Business Operations and accountable stakeholders to confirm accuracy, completeness, and intended outcomes.
• Identify process gaps, system constraints, data dependencies, reporting impacts, and integration considerations during requirements definition.

4. Stakeholder Alignment & Cross-Functional Coordination

• Lead alignment across Business Operations, IT Development, QA, Data, Infrastructure, Support, and vendors for assigned system initiatives.
• Act as the primary coordination point for scope, requirements, priorities, business impacts, risks, and release readiness.
• Route business decisions, technical questions, policy matters, and delivery risks to the appropriate accountable owners.
• Facilitate working sessions, backlog reviews, requirement walkthroughs, UAT planning discussions, and release readiness reviews.
• Communicate scope, status, risks, dependencies, and decisions clearly and in a timely manner. 

5. Release Planning, UAT & Business Validation

• Lead business release readiness activities for assigned systems and enhancements.
• Participate in release planning to confirm scope, timelines, dependencies, risks, and business readiness requirements.
• Support QA by reviewing test scenarios, validating requirement coverage, and assisting with defect triage.
• Lead UAT preparation, user coordination, business validation steps, issue tracking, and sign-off coordination.
• Coordinate release notes, operational documentation, change logs, support handoff materials, and business communications.

6. Performance Monitoring & Continuous Improvement

• Monitor user feedback, recurring defects, workflow friction, configuration issues, and system usage patterns.
• Analyze operational pain points and recommend system or process improvements.
• Support incident and defect analysis by identifying business impact, root cause themes, and corrective action opportunities.
• Work with teams to reduce recurring issues, manual workarounds, unclear processes, and avoidable rework.
• Track whether delivered changes achieve the intended business value or operational improvement

7. Governance, Compliance & Quality Support

• Maintain clear documentation for requirements, decisions, approvals, testing evidence, release readiness, and business sign-off.
• Support audit, privacy, security, compliance, and data governance requirements related to assigned systems.
• Confirm that system changes follow established intake, review, approval, testing, and release processes.
• Identify risks related to business process changes, data handling, downstream impacts, compliance obligations, and operational readiness.
• Support formal review processes by providing evidence of requirements, decisions, testing, and release validation.

QUALIFICATIONS

Education:

• Bachelor’s degree in Information Technology, Business, Computer Science, or a related field.
• Additional training or certification in business analysis, process improvement, or systems delivery is an asset.

Experience:

• 3–5 years of experience supporting business applications, system enhancements, or operational workflows.
• Demonstrated experience translating business needs into clear system requirements and supporting cross-functional delivery
• Experience coordinating releases, UAT cycles, and stakeholder alignment across technical and business teams.
• Familiarity with software development lifecycles, systems configuration, and integration concepts.
• Experience working in iterative or Agile environments is preferred but not mandatory for this role.

Skills and Competencies:

• Strong ability to document, clarify, and validate requirements across diverse stakeholder groups.
• Skilled in analyzing business processes, identifying workflow gaps, and proposing system-based solutions.
• Effective communicator capable of explaining technical concepts in straightforward, business-friendly language.
• Strong organizational skills with the ability to manage multiple enhancement requests, priorities, and deadlines.
• Comfort supporting QA and UAT activities, including reviewing test scenarios and validating outcomes.
• Proficiency with tools such as Azure DevOps, Jira, or other work-tracking/requirements management platforms.
• Demonstrated ability to collaborate across teams, facilitate discussions, and maintain positive working relationships.
• Detail-oriented, with strong follow-through, documentation habits, and commitment to continuous improvement.
• Ability to work independently while keeping stakeholders informed and involved.

• Adaptability to evolving program needs, changing priorities, and new system capabilities. 

ANNUAL SALARY: $75,000 to 125,000

PERFORMANCE BONUS: Up to 10% of annual salary

WHAT WE OFFER

• Group Benefits: Coverage begins on the employee’s first day and includes a Health Care Spending Account and Personal Spending Account (depending on allocation).
• Pension Plan: Eligibility starts on the employee’s first day, and a 5% employee contribution is matched by a 5% employer contribution.
• Performance-based incentive programs: Opportunities to increase your earnings.
• Growth Opportunities:  in a company that promotes from within.
• Volunteering: Time off to volunteer within our community
• Hybrid Work Environment: working environment with a laptop and two monitors.
• Home Office Stipend: A one-time payment of $750 included in the employee’s first paycheck.
• Mental Health Support: Access to Mental Health on Demand for employees and their dependents.
• Member Assistance Program: Includes Employee Assistance Program services.
• Community Volunteering: Up to 8 hours of paid time off annually to volunteer in your community.
• Financial Wellness: Opportunities to contribute to non-matching GRRSPs, TFSAs, and FHSAs, along with financial information sessions.
• Education Reimbursement: Tuition reimbursement for post-graduate courses, upon prior approval.
• Employee Referral Reward: Employees can earn a $1,500 reward for successful referrals of other employees.

FLEXIBLE WORK ARRANGEMENT:

Employees are expected to work on-site at least once per month at our Toronto office (4 New Street., Toronto, ON), with additional in-office days as required based on business needs. Hybrid schedules are determined collaboratively between employees, managers, and teams.

HOW TO APPLY

We accept applications submitted via our Dayforce Portal – Click this link to apply. Please note that we use AI tools to support and enhance our recruitment process, including scribing tools during interviews. Artificial intelligence (AI), however, is not used to screen candidates.

Rest assured that your application will be reviewed thoroughly by our hiring team. 

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT

Accerta is an equal opportunity employer and committed to fostering diversity and inclusion in the workplace. We are committed to fair employment practices, and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required throughout the recruitment process. Reasonable accommodation is also available on request for candidates taking part in all aspects of the selection process.

To request accommodation, please contact [email protected].

We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.

Final candidates for this position may be required to undergo a security screening, including criminal records check, judicial matters check, vulnerable sector screening and employment reference check.  

To learn more about us please go to: www.accerta.ca